Remote desktop software allows you to access and control the desktop of another user over the internet, as if you were sitting in front of it. This can help you diagnose and fix problems, install updates, configure settings, and perform other tasks remotely. Some of the best remote desktop software for multiple users are TeamViewer, AnyDesk, and Zoho Assist. They all offer features such as file transfer, chat, audio and video calls, encryption, multi-monitor support, and cross-platform compatibility.
After working in the industry for nearly 20 years, remote software tools have come on a lot. If a client is under contract with us, we would install Atera (Splashtop) to remote control and monitor the device. If we are dealing with a new machine or a non-contract device I would recommend LogMeIn Rescue, It even has a mobile extension to control android devices.
In my experience, this can help your budget if you have many branch offices. Remote desktop software would allow you to save money as you wouldn't have to travel miles to fix a single issue. Although this will be probably a validated tool from your IT department. You should always ask your staff the permission to access their computer even it's for help.
I used a couple of Remote Desktop software over the course of my tech career. I found one of the best Remote Software application to be BeyondTrust Remote Desktop. It's a very secure software and one of the best features is theirJump Client.
Ticketing systems are platforms that help you manage and track the requests and issues of your users. They can help you prioritize, assign, and resolve tickets, as well as monitor the performance and feedback of your support team. Some of the best ticketing systems for multiple users are Freshdesk, Zendesk, and Jira Service Management. They all offer features such as automation, collaboration, reporting, integrations, and self-service portals.
Choosing the right ticketing system for your organization is key to improving end-user satisfaction and streamlining the workload of tech support teams. Ticketing systems that offer automations and easy collaboration can reduce the time needed to resolve routine issues, and, therefore, save the organization money in the long run.
ServiceNow is a powerful platform offering a plethora of tools and analytics data tables, configurable for different teams, statistics, etc. It is also a great tool to manage our assets using their SQL based engine, to manage our inventory of hardware. Our environment uses that system in congruence with KACE SMA, and Lansweeper to have a full suite of hardware data, user-end ticketing, change and task manangement, and performance analystics.
Using Freshdesk has changed our business. No only does it help the support team keep track of reported issues and requests, but it provides a better service to the customer, keeping them up to date with the status of their ticket and clear communication.
Screen sharing tools allow you to share your screen or view the screen of another user over the internet. This can help you demonstrate solutions, provide guidance, or collaborate on projects remotely. Some of the best screen sharing tools for multiple users are Zoom, Skype, and Google Meet. They all offer features such as audio and video conferencing, chat, annotation, recording, and security.
TeamViewer presents an alternative for screen sharing. It enables remote access, cross-platform compatibility (Windows, macOS, Linux, iOS, Android), secure connections with encryption, file transfers, and online meetings. Its reliability and customization options make it a strong choice for collaborative work and remote assistance.
Remote support bots are software agents that can provide automated assistance to your users through chat or voice. They can help you answer common questions, provide instructions, or direct users to the right resources or human agents. Some of the best remote support bots for multiple users are Ada, IBM Watson Assistant, and Dialogflow. They all offer features such as natural language processing, machine learning, customization, and analytics.
Knowledge bases are repositories of information that can help your users find answers to their questions or problems. They can help you reduce the workload of your support team, improve user satisfaction, and enhance your brand reputation. Some of the best knowledge bases for multiple users are HelpJuice, Document360, and Help Scout. They all offer features such as search, categorization, editing, feedback, and SEO.
Remote support apps are mobile applications that can help you provide support to your users on the go. They can help you access remote desktops, manage tickets, share screens, or chat with your users from your smartphone or tablet. Some of the best remote support apps for multiple users are LogMeIn Rescue, Splashtop SOS, and ConnectWise Control. They all offer features such as touch gestures, camera sharing, session recording, and security.
I think one area this article doesn't touch on which I understand may not be the focus but is a big change with WFH - the end user becomes the eyes and hands for a lot of technical support people. Being able to communicate what the user needs to do to solve their own issues with guidance has become the biggest tool I've seen in my experience. I worked at a place where we were using zero clients to connect so you could not connect to their device at home, instead of sending someone to their desk we had to walk the user through the steps needed to fix their issue, as well with a zero client there was a pretty standard plan to debug their issues and if they didn't work, we needed the replace the zero client, webcam or whatever the issue was.
Although this comment isn't exactly about support "systems", one thing that is essential when giving support to users who can't get internet access (or if it's unstable) is the user's cell phone! Many times I've had to troubleshoot an issue while the user holds their camera towards the screen and I have to walk them through the process. So, my advice is to get users comfortable with learning how to rotate their phone's camera and using BT or speakerphone... I was shocked by how many of my clients are completely lost when I ask them to "show me the screen"!